Key Objective: Customer - to deliver high quality services to residents and prospective residents
At CCHA, we value the voice and experience of our residents, and we look to use this insight to inform decision making.
Our Customer Experience Strategy 2018-2023 was developed in 2018. The strategy sets out how we will ensure that we understand who our residents are and what they expect from us. It outlines how we will use feedback from our residents to ensure our services meet their needs and continue to develop and improve.
Customer feedback and insight has helped to shape CCHA and influence strategy, policy and the delivery of our services.
So how have we done this?
Our customers have been involved in a number of ways:
During the winter of 2018, we formed our Residents’ Scrutiny Panel to act on behalf of the residents of CCHA.
The panel is made up of seven residents. The members of the panel come from across the North of England, bringing different skills and experiences. The panel was presented with the feedback we received from compliments, complaints, continual service feedback, Resident Feedback Groups and resident surveys.
Henry Barker, Chair of the panel, said, “For me, becoming a Scrutiny Panel member means I can have a say and be involved in shaping how Castles & Coasts operates and help make services better for all residents.”
The panel completed its first Scrutiny Exercise, scrutinising our Equality and Diversity (E&D) Handbook, which is in place to help our staff and contractors ensure that we deliver our services in an inclusive way, to meet the diverse needs of our residents.
The panel made recommendations to provide a greater customer focus. This included creating a new E&D Charter for staff and contractors to sign up to, which will be delivered during 2019.
Sandra Eagles, Vice Chair of the panel, said, "It is an exciting time for the scrutiny panel and we hope this is the first exercise of many that make a difference to CCHA and its customers."
During 2019/20, the panel will look into further services and policies in great detail and will make recommendations back to CCHA as to how these services could be improved.
Every time a resident receives a service from us, we want to hear how we have done. Since April 2019, residents have had the opportunity to provide feedback for the services they have received.
All feedback will be monitored to identify trends and will provide CCHA, and our RSP, with the information required to map the customer journey, identify areas of concerns and provide solutions to improve the customer experience.
In line with our Customer Service Standards, CCHA aims to:
When we exceed or fall short of these standards, we are keen to hear from residents to enable us learn about the things we are doing well and to identify where we can improve.
Below is a summary of the compliments and complaints we have received:
We find it encouraging that the number of complaints has reduced. This shows that we are achieving service improvements through the feedback received.
We will continue to learn from the compliments and complaints we receive in order to increase customer satisfaction.
Plus much more, so please explore this website.
We continue to publish a quarterly residents' magazine working alongside our Editorial Panel, which is made up of residents from across the Association. You can find our magazine under the Library section of this website.
You can also receive a copy of our magazine by post, or in alternative format i.e. large print, different languages, or an audio version. If you would like to receive the magazine by post, or in an alternative format, please contact our Customer Services Team.
During 2019/20, we will introduce social media communications to our residents for those who prefer to receive information in this way.